Field Technician
Location: US, CA, San Francisco
Employment type: Full-time
Required experience: Associate
Industry: Information Technology and Services
Function: Information Technology

Company profile:

Job description:
Varsity is seeking a highly motivated IT professional for the position of Field Technician. We are looking for an energetic, creative, confident, and autonomous individual who will be responsible for delivering onsite service to our clients. The week will be spilt approximately 50% between the San Francisco and North Bay Areas.   This position requires a great deal of independence, good judgment, and self-direction. The Field technician will be exposed to a wide range of technologies, ranging from all variety of mobile platforms to data center technologies and complex hybrid cloud solutions. Working directly with IT consultants and the Managed Services team, the Field Technician will be out in the field delivering technical IT support and assisting with projects. This position offers a great opportunity to develop your skills with wireless, virtualization, network systems, server hardware, and much more.    Primary Duties and Responsibilities:Travel to client sites and deliver onsite IT support (San Francisco and North Bay clients) Respond to and resolve client technical issues expeditiously and professionally with a focus on continuously improving customer service, perception, and satisfactionMaintain up-to-date documentation of customer systems and recommendations in company CRMDocument internal processes and procedures related to duties and responsibilitiesEscalate issues to senior support staff when appropriateWork with internal and external technical staff and vendors Meet or exceed  daily, weekly and monthly goalsEngage in learning new technologies and applicationsAttend team and department meetings to develop ideas to improve performance metricsEscalate service issues to appropriate escalation point when issue cannot be completed within agreed service levelsDevelop in-depth knowledge of the service catalog and how it relates to customer’s needsTrack all tasks and time entries daily in company CRMWork through a daily schedule that has been established through the dispatch processUnderstand processes in company CRM by completing assigned training materialsWork with collaboratively with the Service Coordinator to schedule onsite client visitsTravel to the office for pre-scheduled meetings, equipment pickups/drop-offs, etc.Plan, prepare, and strategize to resolve reported issues prior to client appointmentsDevelop a resolution plan when needed to resolve more complex technical issuesProvide excellent communication to internal team and directly to client throughout the service delivery process and keep them informed of progress, impending changes, agreed outages, etc.Research technical issues and follow troubleshooting methodology for resolution

Requirements:
Additional Requirements:Microsoft Windows operating systems including: Windows 7 and Windows VistaMac OS XMicrosoft Active Directory ServicesImaging and deployment experience for the above operating systemsProductivity applications including Office and Google AppsMobile devices and tablets including iOS and AndroidNetwork connectivity and Internet accessDiagnosis skills of technical issuesAbility to multi-task and adapt to changes quicklyStrong interpersonal skills including: telephony skills, communication skills, active listening and customer-careTechnical awareness: ability to match resources to technical issues appropriatelyService awareness of all organization’s key IT services for which support is being providedUnderstanding of support tools, techniques, and how technology is used to provide IT servicesTyping skills to ensure quick and accurate entry of service request detailsSelf-motivated with the ability to work in a fast moving environmentOther Requirements:At least two years of experience in a similar roleProfessional IT Certifications such as: Microsoft MCP, Citrix CCA or CCIA, FortiNet, Cisco CCNA (preferred)Bachelor’s degree (preferred)Valid California driver's licenseDriving record in good standingAuthorization to work in the USA

Benefits:
Varsity Technologies offers a quality benefits package that includes medical, dental and vision coverage, life insurance, short and long term disability, 401(k) plan, and an array of work/life benefit options.